delivery and returns
DELIVERY AND RETURNS
When can I expect delivery?
When you buy a Gift Voucher, we’ll post it out within 1 working day (first class post) to your delivery address. We can add a personalised message too - you’ll have the option to add this (for free) on the checkout page.
The recipient will have 12 months to activate their voucher code.
We make each limited edition craft kit to order.
When you join as a subscriber in any calendar month, your first box will be posted around the 7th of the following month and is expected to arrive with you 2-3 working days later (we use Royal Mail).
E.g., If you order during the month of January, your first box will be posted around the 7th February, and around the 7th of each month after that.
Where do you deliver to?
We currently deliver to the UK (postage included), to the EU for an additional £5.65 per box, or to New Zealand and Australia for an additional £11.10 per box.
We use Royal Mail International Standard postage for shipping outside the UK which aims to deliver in 6-7 working days.
We don’t currently ship to the US and Canada.
If you can’t select your country, email us at email@example.com and we’ll add you if we can.
Do I need to be home to receive my box?
The size of the materials in your box mean they won’t fit through your letterbox, so we recommend having it delivered to somewhere there will be someone in to receive it, like your work address.
What’s your returns policy?
As each monthly subscription box is made to order for you, we’re unable to accept returns for these items.
However, we announce projects in advance, and you are able to skip kits easily in your customer portal.
You can also cancel your subscription at any time; once you cancel, no further payments will be taken. You’ll find more information on managing your subscription here.
IMMEDIATELY AVAILABLE KITS:
If you’ve bought an immediately available kit (one of our past projects that we’ve brought back for immediate sale), you can arrange your return your box, in its original condition, within 14 days of receiving it – just let us know in this time period (email firstname.lastname@example.org), and we’ll reply with the address to return your box to. You then have 14 days to return the item to us – please keep proof of postage as the item will need to arrive with us safely. We’ll then issue you with a refund for the box.
Where a gift voucher has not been activated within 14 days of purchase or by the end of the calendar month in which it was bought (whichever is earlier), you are welcome to request a refund within 14 days of the order receipt confirmation. Please email us at email@example.com and we’ll reply to confirm the refund.
With 14 days of the order, we’re unable to refund the first kit of an activated subscription where the first kit has already been processed to be made to order (this happens on the 1st of each month).
What if something’s broken or damaged?
We pack every box with utmost care, but if anything is missing or has been damaged in transit, let us know by emailing firstname.lastname@example.org, and we’ll get a replacement out to you asap.
More questions? You’ll find the rest of our FAQ here.